Work From Home Senior Associate, Unit Manager, Claims Tier 1

Work From Home Senior Associate, Unit Manager, Claims Tier 1
The Fraud and Disputes Claims Tier 1 team is accountable for assisting customers across Capital One's US Card Division where agents initiate and investigate claims of fraud and disputes through inbound voice queues and back office teams. As a Claims Tier 1 team Unit Manager, you will lead a dynamic team of front line associates who are the face of Capital One for our customers. You will be responsible for owning and managing daily operations for your team, leveraging well-managed processes to attain high performance.
A successful candidate is a dynamic, empowering, and analytical leader who is passionate about elevating teams, solving problems, and driving high levels of engagement through change. Fostering an environment that creates trust, collaboration, holding a continuous high bar for performance and inspiring best-in-class teams through innovation and results.
General Responsibilities:

• Accountable for achieving business goals for a team of up to 25 associates.
• Leverages data to identify drivers for KPIs such as AHT, Case Inventory, Time Management, and Quality on a daily basis.
• Addresses and removes roadblocks for the team to perform their role.
• Coaches and develops direct reports, holding regular 10/10 sessions, team meetings and monitors performance including quality and regulatory adherence.
• Assists with professional development.
• Conducts weekly check-ins and holds .
• Maintains strong and collaborative partnerships across the organization,
• Drives business improvements from identification to implementation in a reasonable timeframe.
• Execute flawless management of projects assigned to unit.
• Ensure timely administrative responsibilities of time cards, spreadsheets, team meetings, etc.
• Prepare and deliver regular performance reviews to direct reports.

Work from Home Technology Requirements

• Secure home office environment that is free from background noise and distractions
• Reliable private internet connection that is not supplied via cellular data or hotspot is required
  
  • A private network that is password protected where you have ownership or line of site sight to every device on the network
  • Internet service must be provided by Cable or Fiber Internet Service Providers (ISP)
  • Hotspots and satellite services are prohibited and do not meet performance criteria required for optimal agent/customer interactions
  • ISP download speeds on VPN must be at least 5Mbps, with 10+ Mbps preferred
  • To validate ISP speeds from a Chrome browser, go to www.google.com, type Speed Test and run from the Google landing page
• Both Hardwire and WiFi internet connections are acceptable as long as speed and security requirements are met

Capital One reserves the right to request proof of internet provider, speed and service package from the associate. Requirements are subject to change, as new systems and technology is delivered. Capital One reserves the right to modify internet service requirements with sixty (60) days notice. Internet Service Provider specs can change by provider and location within the US. If you are experiencing consistent issues with internet stability Capital One reserves the right to ask the agent to upgrade internet service to ensure a good customer experience.
Work from Home Location Requirements
This role is 100% work from home. We are unable to consider applicants who do not meet the required Capital One Work at Home compatible internet access or who live in the states of California, Hawaii, or US territories. Work from home U.S. based associates are not permitted to work internationally, outside of the continental United States (i.e. Hawaii or U.S. Territories), or California.
Basic Qualifications:

• High School Diploma, GED or Equivalent Certification
• At least 2 years of experience in people leadership
• At least 1 year of experience in escalations
• At least 2 years of experience in customer service

Preferred Qualifications:

• Bachelor's Degree or military experience
• At least 1 year of case experience
• At least 3 years of operations experience
• At least 3 years of using operational data to drive decisions
• At least 3 years of legal or compliance exposure
• At least 3 years of experience presenting written and verbal communications to senior leadership teams

At this time, Capital One will not sponsor a new applicant for employment authorization for this position.
The minimum and maximum full-time annual salaries for this role are listed below, by location. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Capital One is willing to pay at the time of this posting. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked.
Remote (Regardless of Location): $78,400 - $89,500 for Unit Manager
Richmond, VA: $78,400 - $89,500 for Unit Manager
Candidates hired to work in other locations will be subject to the pay range associated with that location, and the actual annualized salary amount offered to any candidate at the time of hire will be reflected solely in the candidate's offer letter.
This role is also eligible to earn performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI). Incentives could be discretionary or non discretionary depending on the plan.
Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Learn more at the Capital One Careers website . Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.
This role is expected to accept applications for a minimum of 5 business days.
No agencies please. Capital One is an equal opportunity employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex (including pregnancy, childbirth or related medical conditions), race, color, age, national origin, religion, disability, genetic information, marital status, sexual orientation, gender identity, gender reassignment, citizenship, immigration status, protected veteran status, or any other basis prohibited under applicable federal, state or local law. Capital One promotes a drug-free workplace. Capital One will consider for employment qualified applicants with a criminal history in a manner consistent with the requirements of applicable laws regarding criminal background inquiries, including, to the extent applicable, Article 23-A of the New York Correction Law; San Francisco, California Police Code Article 49, Sections 4901-4920; New York City's Fair Chance Act; Philadelphia's Fair Criminal Records Screening Act; and other applicable federal, state, and local laws and regulations regarding criminal background inquiries.
If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation, please contact Capital One Recruiting at 1-800-304-9102 or via email at [email protected] . All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.
For technical support or questions about Capital One's recruiting process, please send an email to [email protected]
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Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).